egain digital day 2016 - keynote 2: operationalise digital transformation in customer engagement
TRANSCRIPT
March 8, 2016
Customer Engagement in a Digital World
Ashu Roy | CEO, eGain
Why is digital transformation in customer engagement so important
“…digitization is placing unprecedented pressure on organizations to evolve. At the present rate, 75% of S&P 500 incumbents will be gone by 2027. ”
McKinsey & Co, July 2014
Our clients want guidance to quick value in their Digital Transformation efforts
What should we
measure?
What is best
practice?
How do we operationalize?
How do we scale?
What should we do next?
How can I impact the company’s strategy?
How do we guide customers to new digital choices?
Help us build a business case!
Why is it hard to operationalize
Business Goals Member Growth Margin Improvement
Sample Customer Journeys
Medical Decision
Member Onboarding
Billing and Payments
Emergency Situation
Customer Acquisition
Service Impact Areas
Proactive Service
Agent Effectiveness
Agent Efficiency
Member Self Service
Right Channeling
Relevant Metrics % Contacts Deflected
First Contact Resolution
Reduction in Repeat Contacts
Cost per Contact
Member Satisfaction
Reduction in Escalations
Because, digital customer engagement is cross-functional
Welcome to the world of bimodal IT,our favorite Gartner prediction
Broad digital customer engagement platform
Rich, proven out-of-the-box applications
Best practice guidance for agile trial and rapid adoption
Technologymatters
CRM ContentManagement
Call CenterInfrastructure eCommerce
WEB APPS DESKTOPAPPS
MANAGEMENTAPPS
MESSAGINGAPPS
MOBILEAPPS
SOCIALAPPS
Context
Analytics
PLATFORM
eGain CUSTOMER ENGAGEMENT HUB
Digital First
Guided Knowledge
Intelligent Personalisation
Proactive Offers
KnowledgeAI + Personalization
Proactive digital engagement differentiates
Offers Video chat Cobrowse
Knowledge management empowers
Guided
Proactive
Personalised
Federated
Social
Measured
12
ORCHESTRATEManage
Monitor, Govern
INSTRUMENTBig Data
Digital+Voice
ANALYZEAggregateVisualize
INSIGHTNext Best Action
A/B Test
INTERVENEOmnichannelKnowledge
Journey analyticspersonalizes
Why can’t we get value quick
GQV Enablers
AnalyticsCloud DTServices
Agile services
Try+Buy
CloudSecurity #1
Gold and Platinum Cloud
Industry-leading application-level SLA
AnalyticsOmnichannel interaction
Knowledge everywhere
Customer journey
DIY dashboards
Unified analysis & management
Try+BuyNo cost four week production trial
We deliver best-practice solution with your data and configuration in cloud
No commitment
Agile ServicesExpanded APIs
Certified Field Solutions Library
Customer experience design tools
Agile sprints using best practices
40% less time and cost
25% improvement in quality
Certified Field Solutions LibrarySingle Sign-On using SAML, CA Siteminder, and LDAP
Data Extracts for compliance and enterprise BI data aggregation
Widgets to overlay eGain Knowledge content on your websites
Chat Deflection using eGain Knowledge to deflect chats
Secure Chat to transfer customer’s context securely from website
Automatic language detection of emails
Mobile Secure Messaging for customers
Quality review of emails sent out by agents
Digital transformationGuided discovery
Prioritise opportunities
Series of Try+Buy
Test value at each step
CEH platform innovationPersonalised knowledge
AI-reasoning as a service
Content policy manager
Mobile video chat
Theme builder
Accelerate value for our clients
Clean
Current
Cloud
Library of CFS - Certified Field Solutions
Enhanced APIs
V14 is solid. V15 will be GA this quarter
Quality up (S1 incidents down by 90% - V14 versus V11)
eGain ESN addresses security need for enterprises
Customers enjoy improved service level & innovation